International BPO Voice Process Executive Jobs Opening in Genesis HR Services at Kalyani Nagar, Kharadi, Koregaon Park, Pune
Job Description
Job Overview
An International BPO Voice Process Executive is responsible for handling voice-based communication with clients, customers, or business partners located outside the country, primarily in regions such as the U.S., U.K., Australia, Europe, and Canada. The role involves answering inbound calls, making outbound calls, resolving customer queries, providing product or service information, handling complaints, and ensuring customer satisfaction.
This role requires excellent communication skills, fluency in English (or the client’s language), and the ability to work in a fast-paced, target-driven environment. International BPO professionals act as the bridge between businesses and their international customers, ensuring a seamless customer experience.
Key Responsibilities
1. Customer Interaction
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Handle inbound and outbound calls with international customers.
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Respond to customer queries regarding products, services, billing, technical issues, or order status.
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Provide accurate and timely information to resolve customer concerns.
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Maintain a professional and polite tone throughout all customer interactions.
2. Problem Resolution
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Listen carefully to customer issues and troubleshoot problems effectively.
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Escalate unresolved issues to the appropriate departments when necessary.
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Offer solutions that improve customer experience and satisfaction.
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Document customer complaints and follow up until resolution.
3. Process Adherence
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Follow standard operating procedures (SOPs) set by the organization.
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Ensure compliance with company policies, client requirements, and international standards.
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Maintain data security and confidentiality of sensitive customer information.
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Adhere to quality benchmarks, including First Call Resolution (FCR) and customer satisfaction scores.
4. Achieving Targets
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Meet daily, weekly, and monthly performance targets such as:
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Call handling time
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Resolution rate
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Customer satisfaction scores (CSAT)
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Sales or upselling targets (if applicable)
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Strive for high efficiency and customer delight.
5. Documentation and Reporting
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Accurately record call details, customer feedback, and service requests in the company database.
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Generate daily or weekly performance reports as required by management.
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Keep track of recurring issues to suggest process improvements.
6. Coordination and Teamwork
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Work closely with colleagues, team leaders, and supervisors to achieve common goals.
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Share feedback and suggestions during team huddles or performance meetings.
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Support new hires and assist in their training when needed.
Required Skills and Competencies
1. Communication Skills
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Fluency in spoken English is essential for international BPO roles.
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Neutral or near-neutral accent for clear communication with international customers.
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Excellent listening and comprehension abilities.
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Confidence in explaining solutions, processes, and policies effectively.
2. Technical Skills
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Basic computer knowledge, including MS Office, email handling, and CRM tools.
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Familiarity with call-handling software and ticketing systems.
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Ability to work with knowledge bases, scripts, and online resources to assist customers.
3. Problem-Solving Skills
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Strong analytical thinking to identify and resolve issues quickly.
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Ability to remain calm and professional during stressful situations.
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Creative thinking to provide alternative solutions when required.
4. Customer Service Orientation
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Empathy and patience when handling difficult or upset customers.
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Focus on delivering a positive customer experience.
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Willingness to go the extra mile to ensure customer satisfaction.
5. Multitasking and Time Management
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Handle multiple calls, chats, or emails simultaneously if required.
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Prioritize urgent customer requests effectively.
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Meet deadlines without compromising quality.
6. Teamwork and Adaptability
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Work well in team-oriented environments.
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Flexibility to adapt to changing schedules, business needs, and technologies.
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Openness to learn new tools, scripts, and processes.
More information about this International BPO Voice Process Executive Job
Please go through the below FAQs to get all answers related to the given International BPO Voice Process Executive job
- What are the job requirements to apply for this International BPO Voice Process Executive job position?
- Ans: A candidate must have a minimum of 0 to 3 year experience as an International BPO Voice Process Executive
- What is the qualification for this job?
- Ans: The candidate can be a Graduate from any of the following: B.Com, BA, M.Com, MA, BBA/BBM, BCA, BE/B.Tech, MBA/PGDM, BSc, MCA, MSc, 12th Pass (HSE)
- What is the hiring Process of this job?
- Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
- This International BPO Voice Process Executive is a work from home job?
- Ans: No ,its not a Work from Home Job.
- How many job vacancies are opening for the International BPO Voice Process Executive position?
- Ans: There are immediate 100 job openings for International BPO Voice Process Executive in our Organisation.
Job Particulars
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